Sprint Corporation

Executive & Regulatory Services P.OBox Irving, TX May 31, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] stated that she was informed she would not be charged a $access for the two new lines of service However, the access fees for the new lines of service were not waived, and she has been unable to resolve this matter She also stated that she was offered a new iPhone for one-half of the purchase price and a credit toward her iPhone 6s, which she has not received She has requested that we honor the offer, apply a $credit to her account for her inconvenience, and cancel her service without penalty We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these matters In lieu of the $recurring credit to offset the access fees for the lines of service ending [redacted] and ***, we applied a one-time lump sum credit of $to her account in addition to credits totaling $previously applied We have updated our records to reflect a recurring credit equal to one-half of the lease charge for the iPhone associated with the line of service ending *** Additional credit is not warranted However, we appreciate Ms [redacted] ’s patience while resolving her billing concerns Also, we appreciate her continued business If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of Sprint coverage available in areas where she and her family require wireless communication capability and with the terms of our Satisfaction Guarantee return processShe reported that we declined her the ability to return her equipment and terminate her services with us when she requested due to her having exceeded our 14-day timeframe She requested that we allow her to return her equipment to the point of sale, terminate her Sprint services without any cancellation fees, and provide a refund of her paid equipment charges minus any applicable restocking fees We regret that our network coverage may not have met the wireless communication needs and expectations of Ms [redacted] and her family Sprint confirms coverage based on the service address and locality customers provide at the time of service activation Continuation of services after the 14-day Sprint Satisfaction Guarantee (the date of sale is Day One) period constitutes acceptance of our Terms and Conditions of Services and any Service Agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot guarantee the availability of coverage at any location at all times Consequently, if the lack of coverage at the service address causes customers to cancel services after our published return period, any applicable Early Termination Fee or accelerated equipment installment charges associated with their Agreement(s) are considered valid We spoke with Ms [redacted] on June 1, 2017, and explained the information outlined above We also advised that, based on our review, we are unable to identify any outage or anomaly with our network that would lead to the service issues she described However, based on any misinformation that may have been provided to her regarding our network coverage or our Satisfaction Guarantee timeframe, we complied with Ms [redacted] ’s request and will accept the return of her wireless devices to Sprint in exchange for a waiver of all remaining equipment and account charges However, because we are unable to identify any error on the part of Sprint related to her reported dispute, we respectfully declined her refund request Ms [redacted] accepted our resolution and agreed to return her devices to us in the prepaid shipping packages that we providedWe explained that, upon verification of our receipt and the condition of her returned equipment, we will waive all corresponding unpaid equipment charges and her remaining $account balance Our records reflect that Ms [redacted] successfully ported her mobile numbers from our network to a different provider on June 7, 2017, and that her tablet line of service was canceled effective June 14, 2017, due to the pending return We advised Ms [redacted] to allow up to two weeks from the date of our receipt of her equipment the referenced account credits to reflect on her account Ms [redacted] stated that she is satisfied with our actions We regret any inconvenience these matters may have caused, as well as the loss of Ms [redacted] ’s business If we may be of further assistance with these concerns, Ms [redacted] can reach me by calling our department toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms [redacted] described an unfavorable customer experience provided during her attempts to resolve issues with promotional pricing on her Sprint account She stated that when she switched her service to Sprint she was quoted charges totaling $per month; however, when she later visited her local Sprint retailer, she was advised that the promotional offer that was originally offered was not applied properly She also stated she was offered Sprint’s Buy One Get One (BOGO) promotion for her leased devices, which she stated is also not awarding properly As a result, Ms [redacted] is requesting that the BOGO and service plan promotions be honored or that she be allowed to cancel her Sprint service without being assessed any fees In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We regret any possible misunderstanding that may have occurred in reference to Ms [redacted] ’s promotional concerns We contacted her on June 9, 2017, and she advised that prior to our interaction, a member of one of our escalation teams reached out to her on June 8, and advised that all promotional codes have been applied to her Sprint account and informed her that she would see them within one to two bill cycles We will monitor Ms [redacted] ’s Sprint account to ensure that the promotions applied reward as stated Ms [redacted] expressed her satisfaction with our interaction and commitment to follwith her in the allotted timeframe We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually seeking ways to improve the level of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

April 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On March 30, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] *** According to the information provided, Ms [redacted] upgraded to the iPhone device through the iPhone Forever program; however, she continues to be billed lease charges for the iPhone 6s device she returned We appreciate your assistance in bringing Ms***’s concerns to our attention We regret any confusion regarding Ms***’s lease charges On April 13, 2017, we contacted Ms [redacted] to discuss her concerns in detail At that time, we canceled the lease agreement associated with the iPhone 6s on the telephone line ending in [redacted] and waived the lease cancellation charges We applied credits totaling $to Ms***’s account for the late fees and reconnect fees assessed, and for the disputed monthly lease charges associated with the iPhone 6s device We also applied a credit of $for the disputed charge included on the March invoice Currently, the account reflects a balance of $ If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

Revdex.com: I just resolved this issue with an executive from Sprint and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do believe [redacted] from the mcminnville branch should get disciplinary action as well Regards, [redacted]

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s inquiry, she advises that she owned both of her wireless phones prior to establishing her Sprint account, and therefore, disputes the $Subsidized Phone Charge (SPC) that continues to appear on her invoices each month She further states that she has called our Customer Care Department every month to dispute the SPC, and this matter has not been resolved Therefore, she is requesting that we review her account, and permanently remove the SPC from future invoices Ms [redacted] subscribes to the ATT Mobile Choice plan, which is part of the Cut Your Rate Plan In Half promotion, and is $per month when activated with a non-discounted device An additional $monthly SPC per line is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan, as well as all of our current plans, at www.sprint.com Our records show that the phone line ending in [redacted] upgraded in December on a different account and accepted a deep subsidy (up-front out of pocket cost) with acceptance of a two year service agreement A change of ownership was later completed and the line was transferred to Ms***’s account Because the device was purchased at subsidized pricing, we do not consider the device to be paid in full until the two year service agreement is fulfilled, which in this case will be in December As such, the $SPC is a valid charge and will be assessed to line [redacted] through December Due to any miscommunication or misinformation that may have been provided regarding the monthly charges, we applied credits to Ms***’s account totaling $ This credit represents adjustments for three late fees, all previously unadjusted SPC, credit to offset the $SPC for phone line [redacted] for the remaining months of the service agreement, and a $courtesy credit in appreciation of Ms***’s business Ms***’s account now reflects a credit balance of $490.69, and she confirmed satisfaction with this resolution We appreciate Ms [redacted] for taking time to provide us with the details of her experience with our customer service representatives, as we are continually striving to improve the quality of service provided to our customers Customer feedback is invaluable and consistently used as we re-evaluate our current processes, procedures and training curriculums We understand that this has been a frustrating experience and greatly appreciate the opportunity to rebuild Ms***’s faith in Sprint We appreciate Ms***’s patience and business, and regret any inconvenience she may have experienced as a result of this matter If she needs further assistance, she can contact me toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] I AM NOT AT ALL THE LEAST BIT SURPRISED BY THE ALIGATION IN THE RESPONSE BY JACLYN K OF WHOM I CLEARLY STATED TO THAT I WOULD PREFER TO NO LONGER SPEAK WITH AS OF YESTERDAY BEFORE 1PM (CST)I WAS AS HUMBLE AND GENEROUS AS I HAVE BEEN TO ABSOLUTELY EACH AND EVERY SPRINT CUSTOMER SERVICE REPRESENTATIVE PAST TENSENONETHELESS, I WAS TAKEN FOR GRANTED AS A CUSTOMER TURELYALSO, I HAVE NOT EVER SIGNED UP FOR ANYTHING OTHER THAN A TWO YEAR CONTRACT INWHICH JUST RECENTLY A TABLET APPEARED ON MY ACCOUNT OUT OF NO WHEREINWHICH CAUSED A DELAY IN PROGRESS WITH THE SERVICE CONNECTION OF THE RECENT DEVICE SENT TWO WEEKS AGOAND, EVEN DURNING THE MIST OF THATI WAS TOLD THAT I WAS BEING TRANSFERRED OVER TO THE INSURANCE DEPARTMENT, ETCAGAIN, KEEP IN MIND THAT I TRUTHFULLY HAD TAKEN THE INSURANCE OFF OF THE ACCOUNT BACK IN MAY OF AFTER I'D BEEN DENIED THE RIGHT RETURN THE FIRST DEFECTED DEVICE ON DAY TWO AFTER THE CONTACT WAS SIGNEDIT WASN'T ME AT ALL THAT CAUSED ANY OF THIS UNNECESSARY DISTRESS IN WHICH I HAVE BEEN FORCED TO INDURE FOR THIS ENTIRE NEARLY TWO DURATION OF HAVING SERVICE WITH SPRINT*AND, YET I CAN'T GO ONTO CERTAIN WEB PAGES WITH THIS DEVICEFOR EXAMPLE IDENTIFY THEFT.GOV IS ONE INWHICH IS EXTREMELY IMPORTANT TO MEALSO, THIS DEVISE FROZE UP ON ME OUT OF NOWHERE AS I STATED TO JACLYN K VIA CONVERSATION LASTLY, YESTERDAYYET, SHE STILL REFUSED THE IDEA OF SIMPLY REPLACING THE EDGE SFOR AN UP TO DATE VERSION HER RESPONSE TO YOU ALL ABOUT ME ADDINGANY FORM OF SUBSCRIPTION ARE NOT AND WAS NOT OF MY FREE WILLIT WAS SUGGESTED TO ME THAT I SAY YES TO MATTERS OF SUCH NATURE FOR THE PROFIT OF SPRINT SO IT SEEMSI FEEL AS IF I WAS APART OF A SCAM OF SOME SORTOR, EVER SET UP FROM THE START OF HAVING SERVICE WITH THIS COMPANYI'VE EXPERIENCED MORE THAN ANY HUMAN SHOULD'VE TOLARATED INTENTIONALLYAND, I DON'T FEEL AS I AM ASKING FOR TOO MUCHPOINT BLANK Complaint: [redacted] I am rejecting this response because: Regards, Vanessa H***-w***

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Sogand [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrSogand [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that he terminated his Sprint services due to unresolved billing disputes and expressed his dissatisfaction with the final balance due reflected on his closed Sprint account, advising that the temporary suspension of his services as a result of his previously-disputed concerns led to a loss of revenue Mr [redacted] requested that we that we remove his remaining account balance and that we reimburse him for the lost revenue We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred with regard to his Sprint charges We have been unable to identify any billing error associated with his Sprint account based on his chosen rate plan, equipment, and other account options; however, our records reflect that he has previously disputed international calling charges assessed to his Sprint account, which led to the noted service interruption and his service cancellation We confirmed that Mr [redacted] established his Sprint services on November 25, 2016, and that, although he began making international calls to Canada using our network on December 17, 2016, he did not add our Sprint Open World international calling option to his account until December 19, Prior to that date, all international calls from his Sprint lines of service were billed at casual international calling rates At the time he added the Open World option, he was advised by our representatives that calling from the United States to Canada and Mexico from his Sprint devices would be included at no additional charge and that calls from his Sprint devices to other destinations would be discounted Mr [redacted] was invited to visit our website at www.sprint.com/openworld to view our discounted international calling rates That information was also provided to Mr [redacted] on December 19, 2017, via his preferred communication method on file, and was available for his review via his online account at www.sprint.com/mysprint, our Sprint Zone application from his device, and on his subsequent invoices Our records further reflect that international incurred long distance charges of $and $741.30, plus applicable taxes, were included on his December and January 2017, invoices, respectivelyOn February 8, 2017, Mr [redacted] escalated his concerns to one of our Customer Care supervisors, and we applied courtesy credits totaling $to his account to offset the disputed charges At that time, he was again invited to visit our website to view our discounted international calling rates Mr [redacted] canceled his Sprint services effective March 11, 2017, by porting his mobile numbers from our network to another carrier, prior to the satisfaction of his accepted equipment financing agreements As a result, his account reflects a past-due balance of $2,787.66, which includes unpaid service charges of $and equipment financing charges totaling $2,due to Mr [redacted] ’s not returning his devices to us During our October 2, 2017, conversation with Mr [redacted] , we explained the information outlined above and advised that, based on our findings, we must respectfully decline his requestsHe acknowledged that information but asked that we also discuss our findings with his daughter, MsSogand [redacted] We spoke with Mrand Ms [redacted] on October 4, 2017, and once again provided the results of our investigation We also invited the [redacted] s to return their financed Sprint devices to us for credit toward the disputed final balance due; however, they advised that they are no longer in possession of that equipment As such, we again declined Mr [redacted] ’s requests While it is our goal to amicably resolve all concerns brought to our attention, we regret that Mrand Ms [redacted] remain dissatisfied with our response to this filing In an effort to re-evaluate our position, we have discussed their concerns with our executive management team; however, we believe that we have fully addressed their reported dispute We regret any inconvenience this matter may have caused the [redacted] s If we can be of further assistance with this issue, Mror Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

Amount $ And their telling me the bill is past due Letter says last day for payment is June 14,

November 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr [redacted] , which was filed on behalf of the account holder, Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he advises that they ported two numbers to another carrier in February and one of their lines was not canceled As a result, the account continued to billed monthly charges He further advises that he contacted Customer Care to cancel this line and dispute the charges; however, the matter remains unresolved At this time, Mr [redacted] is requesting that we refund all charges billed after February Our records reflect that Ms [redacted] ported her phone numbers on February 20, 2016, and one line remained active As a result, monthly charges were assessed until the line was canceled on April 30, A payment of $was remitted on March 24, 2016, and applies to the charges reflected on the February 29, 2016, invoice The following payment of $was applied to Ms [redacted] ’s account on April 24, This payment was disputed and returned to her on May 12, As a result, the charges were added back to her account, and the account balance became delinquent, and was subsequently referred to a third-party collections agency Because of any possible misunderstanding regarding the cancellation of the third phone line, we negated the account balance We also contacted the third-party collection agency, and requested that further collection efforts on this account be discontinuedThe outside collection agency will then provide an update to the credit bureaus advising them to remove any negative reporting regarding this account Please allow up to days for completion of this process The third-party collection agency will also send Ms [redacted] a deletion letter for her records We appreciate the opportunity to assist the [redacted] s with their account concerns If they need further assistance, they can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The chat transcripts shows I did NOT make the agreement for 284$ The amount was changed by a sprint repThe amount I agreed to was completely differentSprint refuses to acknowledge they attempted to debit my account for the wrong amount which cause the whole issue Regards, [redacted]

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We apologize for any inconvenience that she may have experienced in this matter In her inquiry, Ms [redacted] expresses her dissatisfaction with the battery performance of her leased iPhoneShe states that she was advised that she would need to purchase a new battery At this time, Ms [redacted] is requesting a new phone and an account credit to offset one month’s service charges We made multiple attempts to discuss the above-referenced matter with Ms*** Unfortunately, we were unable to reach her via phone or email As a result, we reviewed our records Our account records reflect that Ms [redacted] previously advised our Customer Care representative that she took her iPhone to an Apple store for diagnostic testing because of poor battery performance reflected on her phone She also advised our Customer Care representative that the Apple store representative stated there would be a charge for a replacement battery for her malfunctioning iPhone battery He also stated that she would be able to have her phone replaced through the Total Equipment Protection (TEP) provisioned on her Sprint account Our records reflect that Ms [redacted] subsequently disputed the associated Asurion deductible that is assessed when receiving a replacement for a damaged phone through Asurion, our TEP equipment replacement provider As a gesture of goodwill, our Customer Care representative offered to apply an account credit to offset the deductible with receipt of the necessary validation of a replacement phone claim being processed through Asurion According to the terms of TEP, it is necessary that a phone diagnostic be performed at a Sprint store in order to receive a determination if the phone is damaged and is required to be replaced through Asurion The phone diagnostic also determines if the phone is not damaged and can be replaced at no cost under warranty Our review does not indicate that the required phone diagnostic was performed at a Sprint store Our review also does not indicate that Ms [redacted] contacted our Customer Care representative back with verification of a claim for a replacement phone being submitted to Asurion in order to receive the offered deductible credit Therefore, we are unable to provide assistance to Ms [redacted] to receive the applicable replacement phone and to provide an account credit in regard to this matter In order to ensure that this concern is fully resolved, it will be necessary to discuss the matter with her If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with frequent interruptions of his Sprint servicesHe described unfavorable customer experiences during his attempts to address that concern and requested that we provide an explanation We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint charges However, we have been unable to identify any billing error associated with his account based on his chosen rate plan, equipment, and other account options Our records reflect that Mr [redacted] has contacted our Customer Care department on multiple occasions to discuss his billing and service interruptions During those interactions, we have explained his rate plan and other account charges to him thoroughly and advised that his disputed services suspensions are the result of his not fully satisfying his past-due account balances in a timely manner During our December 8, 2017, conversation with Mr [redacted] , we explained the information noted above Although we could not identify any error on the part of Sprint, we offered to apply a credit of $to his account to offset one month’s service charges as a courtesy in order to assist in bringing his past-due account balance current He accepted our offer, and we applied the credit as agreed, leaving his account with a balance due of $ On December 12, 2017, Mr [redacted] followed up with us due to his services being suspended for non-payment once again and requested that accept a payment arrangement to restore his services Based on his payment history, we informed him that we are unable to accommodate that request but would need to forward his call to our Finance department for further assistance Mr [redacted] indicated his understanding of our response and agreed to work with that department in an effort to bring his account balance current and restore his services We regret any possible inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

January 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, submitted on January 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she expressed dissatisfaction with the level of customer services she received while attempting to address an unauthorized payment arrangement set up on her accountMs [redacted] is requesting consistency in the information being provided in regard to account XXXXX***, and that her services be restored We spoke with Ms [redacted] on January 17, 2017, regarding her disputeAt the request of Ms***, we reviewed the call recording for the payment arrangement transaction in questionBased on our findings, we confirmed that the payment arrangement was agreed to in the amount of $to be drafted from her credit card on January 5, Ms [redacted] understood the information provided and advised that this matter has been addressedWe appreciate Ms [redacted] for taking the time to provide us with details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

May 18, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account#XXXXX [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on [redacted] 28, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms***’s filing, she stated that she was offered a Tablet device for $per monthHowever, the monthly recurring charge have exceeded the quoted amount as reflected on her monthly billing statements Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaint Our records indicate that Ms [redacted] established phone number ending in [redacted] by purchasing a Tablet device on June 9, 2016, via Sprint’s Monthly Installment Billing program with a monthly installment billing charge of $per month In addition, she selected Sprint’s Tablet Data plan with limited data allowance for $per monthThis plan offers a 3G/4G experience while using experiencing the rich data serviceWhen the data threshold is reached, our customers may enjoy an additional data usage at $15, per 1GBAdditionally, we have confirmed that the Tablet device associated with phone number ending in [redacted] is receiving a monthly credit of $per month to offset a portion of the monthly recurring charge as reflected on the August through May billing statementsAs such, the monthly rate totals $per month, which includes the monthly recurring charge and monthly installment billing chargeBased on our review, we are unable to identify any billing errors In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In addition, our Retail Store location has clearly met the obligations of Sprint’s policies and procedures, for suchIn our continued efforts to provide all of our customers with the best information possible, we are unable to substantiate that Ms [redacted] was quoted a monthly rate of $per month We spoke with Ms [redacted] on May 10, 2017, with regards to the monthly price plan Sprint identified that Ms [redacted] did not review the monthly statement nor had knowledge of the aforementioned monthly discount associated with phone number ending in *** As a courtesy, we provided a price plan review and offered a $monthly credit for three months In addition, we recommended that Ms [redacted] reviews her monthly billing statements via Sprint.com on-line servicesHowever, Ms [redacted] declined our proposed offerShould Ms [redacted] reconsiders her position and wish to accept our proposed offer, we encourage her to contact the undersigned below within days from the date of this response We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again In his rebuttal, Mr [redacted] advised that, although he was assured that his previously-reported billing dispute was being addressed and corrected, his monthly charges remain higher than quoted to him at the point of sale He also attached documentation of that pricing quote We regret any remaining misunderstanding that may exist related to Mr***’s Sprint billing We again are unable to identify any billing error associated with his Sprint account based on his chosen rate plan, equipment, and other account options Our records reflect that Mr [redacted] established his three lines of services with us on April 15, 2017, on our Unlimited Freedom Plan, which includes unlimited talk time, text messaging, and data usage for $per month plus applicable taxes and fees Our records further reflect that he accepted 18-month device lease agreements for the equipment associated with two of those lines of service at a monthly rate of $per line, resulting in estimated monthly charges of $plus applicable taxes and surcharges We spoke with Mr [redacted] on July 18, 2017, and explained the information outlined above Mr [redacted] disputed our findings, again advising that he was informed by the manager of one of our retail stores that his monthly charges would be $Although we sustain that his monthly charges are reflected accurately on his monthly invoices, offered a one-time credit of $to offset an amount equivalent to the difference in his expected monthly charges and his actual price plan amount for months Mr [redacted] accepted our offer, and we applied the credit as agreed Mr [redacted] then indicated his satisfaction with our resolution We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance with this concern, Mr [redacted] can contact me directly by calling the Sprint Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with her billing and a promotional offerMs [redacted] stated that she was extended an offer that is not being honoredMs [redacted] stated that her monthly recurring charges were quoted at $She requested that the promotional offer be honored or that she be allowed to cancel her Sprint account In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We contacted Ms [redacted] on August 1, 2017, and advised that we could not locate a call to substantiate her claims of the referenced promotional offerWe also advised Ms [redacted] that she could save approximately $per month by signing up for automatic paymentsAlthough we were unable to substantiate Ms***’s claim, in our effort to reach an amicable resolution to his matter, we extended an offer to credit $to her Sprint account, which would be equivalent to months of the promotional offer she referencedMs [redacted] accepted our offer We regret any inconvenience this matter may have causedIf we may be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

August 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to resolve a coverage matter that he cited has been impacting his ability to make and receive calls and connect to the internet at his work location He requested compensation for his inconvenience We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret that the coverage in Mr***’s area has fallen short of his wireless communication needs or expectations We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers However, we determined that our network serving the area near Mr***’s work address is operating within parameters The specific network coverage you get will depend on the radio transmissions your Device can pick up and Services you've chosen Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions Coverage isn't available everywhere Coverage and Service speeds are not guaranteed Coverage is subject to change without notice Service speeds may depend on the Service purchasedActual speeds will vary Estimating wireless coverage, signal strength, and Service speed is not an exact science There are gaps in coverage within our estimated coverage areas that—along with other factors both within and beyond our control (for example, network problems, network or internet congestion, software, signal strength, your Device, structures, buildings, weather, geography, topography, server speeds of the websites you access, actions of third parties, etc.)—may result in dropped and blocked connections, slower Service speeds, or otherwise impact the quality of Service During our conversation with Mr [redacted] on July 27, 2016, we explained the information above We explained that his unlimited calling plan allows him unlimited usage anywhere within the Sprint network We offered to open a network investigation specific to his work location and advised him that his employer would have to invest in a mini tower in order to improve the quality of his services, indoors at that location Mr [redacted] expressed an understanding of this information and declined any additional investigations Although, we were unable to confirm any outages or service limitations that would prevent Mr [redacted] from using his wireless services, as a courtesy, we offered and he accepted a $service credit towards his account We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance related to this concern, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:have reviewed the response made by the business in reference to complaint [redacted] .I [redacted] have indeed received a call from sprint , they asked how they could help me all I said was that I wanted to pay whats fairSo then they explained that the charges after porting out cannot be changed any unused days were suppost to be paid for used or notBut I told them they stoled a month of payment from me and he said yes that was correct that my september bill was not suppost to have had prorated charges till october bill and that sprint employees were suppost to catch that so all he did was , he gave me the credit of my first billed month of september of total I told him that was their mistake they were suppost to catch that but I also wanted to get credited my days of december I didnt use he said he was going to credit me some more and my final payment was going down from to I was suppost to only be paying around but I am exhausted of all this problem so I said alright thats fine I mean I rather be credited some money then none at all so I finally paid my remaining balance and hopefully that will be the end of itBut from what I have read they said they jst credit me some money but didnt mention where it came from so im just clarifying that they did messed up and they gave me money that they charged as a mistake not just credited me money just so they can make a client happyThat was not the caseI have copy of bills to send u if needed so you know im not the one lyingBut yes im done with it all and I thank you Revdex.com for helping outI truly appreciate it & I think its wrong how some companies are that if people dont get someone important to get in touch with them they will take advantage of clients So thank you again [redacted] ***